In this episode, we have Adrian Brady-Cesana, Founder and Chief experience officer at CX Chronicles. In CXChronicles, they are set out to find what customers are doing to enhance the overall customer experience and allow organizations to scale effortlessly. CXChronicles focusses on 4 main pillars to help organizations optimize: Team,Tools, Processes and Feedback    Key takeaways from this episode are:   Customer experience is what an organization defines it and a great customer experience is how well you deliver it. Four pillars to an organization's success: a) Keep a customer success scorecard 2) Conduct a through customer journey mapping 3) Build and share playbooks and bake into customer FAQs 4) Voice of customer reports Most organizations grow wrong in not building a company with a customer centric or customer focussed compass A prediction for the CS industry is that more of revenue and performance based functions such as sales will now move into customer success. His favorite cartoon character as a CSM? Superman. His tips for CS success: a) Someone should be a great conversationalist b) Listen to customer's issues c) Ask excellent questions.  His own skill/brand reputation is for having intense curiosity. And he encourages everyone else to follow the same!